ported to Autodesk via phone, web, online forums, and other channels
Provide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions, such as product features, usage
Research, verify, and document product issues, solutions in short and clear articles for our Knowledge Base, or in our internal case management system. Respond to support requests for our global customers
Priority handling and escalation of critical issues and monitoring of service level compliance
Document support interactions in a company-wide case management system Perform root cause analysis to mitigate recurrence
Trend analysis of customer issues; maintain support insights for the account team
Escalate customer issues to senior staff
Manage personal backlog of support requests
Manage customer expectations by providing updates on progress
Bachelor's degree in Civil engineering/ / Architecture or equivalent degree
At least 6 years of industry working experience
Proficiency on Revit and Navisworks knowledge would be an added advantage
Perform root cause analysis to identify more solutions
Knowledge of BIM Standards and workflows
Capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem
Team player skills
Work in flexible working hours
You build customer relationships and gain insights into their needs
You identify opportunities that benefit our customers and build and find solutions to meet their expectations
Identify trends in customer issues and share insights with account teams
Document problems and solutions in short, clear articles for our knowledge base
The Ideal Candidate
Build customer relationships and deliver customer-centric solutions with empathy
Clarify assignments, prioritising work and attend to detail to ensure work is done and quality manner
Hold yourself and others accountable to meet commitments
Take on new opportunities and tough challenges, and enthusiasm
Learn through experimentation when tackling new problems, using both successes and failures as learning opportunities
Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://https://www.autodesk.com/company/diversity-and-belonging
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